Job Description

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• Highly skilled in developing, maintaining & administering effective Quality Management System, providing daily quality oversight for all quality activities and in maintaining & reporting on applicable departmental quality system metrics
• Strong hands-on experience in implementing latest quality tools such as Six Sigma, Lean, Kaizen, FMEA, DMAIC methodology (Define, Measure, Analyze, Improve, Control), QMS, 5S, VSM and MSA
• Passion for revamping business models and innovating new business process solutions that result in integrated customer experience
• Developed strategic relationships and provide expert advice to impact decisions, support initiatives, clarify accountability and communicate customer service performance
• Proven success in improving processes and operational metrics (such as CSAT, NPS, TAT Reduction, Productivity Improvement etc.) by initiating & implementing special projects
• Develop quality assurance plans by conducting hazard analyses; identify critical control points and preventive measures
• Drive Continuous Improvement & Process Transformation projects through usage of Lean, Six Sigma and other methodologies
• Accurately capture SLA Metrics, the reporting needs and set up/customize processes to seamlessly meet legal and compliance requirement
• Ability to get out of the box ideas and Process Improvement Initiatives, drive Process Control & Compliance in addition to managing audit requirements
• Create strategy for knowledge management and refresh upkeep repository.
• Improve knowledge management and compliance framework through further tool enhancements, creation and revision of new and existing processes, documentation.
• Conduct evaluation strategies to gauge knowledge program effectiveness and return on investment. This includes metrics collection, analysis, and reporting.
• Act as Line Compliance for all audit related activities for Growth Office.

• Excellent communication skills and the ability to build and maintain relationships with stakeholders. The role will require developing a good working relationship with stakeholders at all levels
• Excellent stakeholder management and inter-personal skills.
• Accuracy and attention to detail are a must for this role.
• Must have good time management and prioritization skills to meet stringent deadlines whilst executing at speed
• Must be able to work under pressure and govern complex projects.
• Excellent reporting skills and ability to convert data into meaningful insights.

• Process-mapping, SOP creation and value stream mapping
• Advanced MS Excel skills
• Advanced MS PowerPoint skills
• Skilled in Microsoft Office applications (Word, PowerPoint, Excel)
• Strong, goal-driven, team player who demonstrates the commitment and initiative to ensure that the job gets done.
• Ability to multitask and priorities to meet deadlines
• Six Sigma Green/Black Belt Certification and Exposure of Lean Concepts is a must

EXL Service